Refund policy

Any item you wish to return/exchange must be in new, unused, unworn condition (including tags and original packaging), and it must be within 14 days of your purchase date.

We can only refund returned items that are in new condition; this means:

  • In original packaging: tags and labels must still be attached, and packaging must not be ripped, torn or damaged in any other way.
  • Unused: the product must be in as good of a condition as if it was just picked up off the shelf (not dirty, scuffed or scratched, etc.).
  • When returning boxed items such as shoes or boots, ensure the box is packaged so it stays in good condition.

How to return for a refund or exchange:

  1. Contact us with your order ID and whether you want to return an item for a refund or exchange it for another item.
  2. After you contact us with your order ID, we will send you an email with instructions on how to return the item.
  3. Package your unused/unworn condition item, including tags and original packaging. Please ensure your return is packaged to the same standard as when delivered.
  4. Please include a note in the returns package with your details (name and order number).
  5. When sealing a return satchel, avoid stapling the ends to prevent puncturing the item. Please note that it is the sender's responsibility to package the item sufficiently.
  6. If you are reusing the original shipping packaging, ensure the original shipping label is covered to ensure clarity.
  7. Drop off your return to your nearest post office.
  8. And that’s it! We'll contact you when we receive your return and arrange a refund or exchange.

We reserve the right to refuse returns that abuse our unused/unworn policy.

Please do not send your purchase back to the manufacturer.

REFUNDS

Once we receive and inspect your return, we will email you to notify you that we have received your returned item. We will also email you to let you know whether your refund has been approved or rejected.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days. If you paid shipping in your original order, your refund will exclude these shipping charges.

There are certain situations where only partial refunds are granted (if applicable):

· Any item not in its original condition is damaged or missing parts for reasons not due to our error.

· Any item that is returned more than 30 days after delivery.

· If you paid shipping in your original order, your refund will exclude these shipping charges.

If you haven’t received a refund yet, double-check your bank account. Then contact your credit card company or bank. It may take some time before your refund is officially posted; it can take up to 5 business days. If you’ve done all this and still have not received your refund, don't hesitate to get in touch with us.

ITEMS THAT ARE RETURN TO SENDER

If your item is returned to the sender for any reason, a fee will be deducted from the refund for the goods to cover the return shipping charged by the delivery agent. This fee is also charged on parcels that have been refused delivery.

EXCHANGES

If you wish to exchange a product, when you FIRST contact us let us know what you wish to replace your item with (including size/colour) so we can reserve that product for you. Then as soon as your returned product has arrived in store we will ship out the replacement product.

INCORRECT ORDERS

Did we mess up and send you the wrong size/colour/style/anything? We'll make sure you don't pay for it, in any way. Contact us and we will send you an email to follow so you don’t have to worry about any costs on your end.

IF YOUR PRODUCT ARRIVES DAMAGED

We take great care when we pack your gear and each item is handpicked and packed by a real person who loves what they do. If something arrives to you damaged, please contact us as soon as possible and we’ll sort it out for you.

CONTACT US

Apex Pioneer Group Pty Ltd
Phone: 07 3523 3567
Email: orders@apexpioneergroup.com.au
Address: Suite 1202 Level 12 , 200 Mary Street , Brisbane City Queensland 4000